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A contact center or call center is today an important aspect for every business. It is the one stop destination for every customer to get their queries answered, doubts cleared and issues solved. And for the very reason, it is extremely important that every business incorporate with the best contact center available in the industry.[…]

“Treat people as if they were what they ought to be and you help them become what they are capable of becoming,” said Johann Wolfgang von Goethe, a German author, to all call centre agents. Call centre agents or call centre solutions providers are considered to be next to God every time a customer, like[…]

Today, every business is incorporated with a call center software. A call center software helps business’ improve customer service and customer support. And for the same reason, it is of utmost importance that the contact center industry understands the latest trends in the industry. This helps the software improve client communications, which will ultimately result[…]

Being a call centre agent is a hectic and tedious job. Anyone who has been a part of a call centre knows and understands the psychological trauma a call centre agent goes through every day at work. They have to be presentable to the customer through their voice, they need to control their anger and[…]

The General Industry Compensation Report published by professional services firm Towers Watson says Lower-skilled and process-based jobs in the UK remain vulnerable in the face of continued popularity of business process outsourcing (BPO) to central and eastern European countries.The General Industry Compensation Report published by professional services firm Towers Watson says Lower-skilled and process-based jobs[…]

Gone is the age when the customers used to have only one way of complaint redressal, a toll free number , with an IVR announcing several options and a long wait before the call could actually be transferred to a call center representative. The customer used to go through this agonizing process till, social media[…]

An average american thinks that outsourcing is all about handling phone calls for technical support and chasing people with outstanding credit card payments. The fact of the matter is this a highly flawed notion. the business process outsourcing industry in india is $16 billion business (as per nasscom) and is growing in all the imaginable[…]

Infosys – the Indian answer to Accenture is in the news for all the wrong reasons. First the company’s profit in the three months missed analysts’ estimate, notably, 3rd time in four quarters. The company which used to say that it will grow faster than the industry, has forecasted a gloomy picture of less than[…]

In the call center industry trends are changing quite fast. This is because the expectations of the customers are changing quite fast too. They are becoming more demanding and making vendors more accountable.It is not that previous trends in the call center services are no longer viable. They are, but the same has to be[…]

iGate’s ex CEO, Phaneesh Murthy, the guy who hit the headlines in the month of April for advocating the game changer “result based billing model” was again in news in the month of May for all the wrong reasons. He allegedly sexually harassed his female colleague and did this for the second time in his[…]